Elom Restore

One of the disks in the raid array on elom has gone bad but in the process, due to the way the array degraded, it took the whole raid array down with it. As a result, we are forced to do a full restore on elom and use the most recent backups available which are roughly 12H old.

We apologize for any inconvenience this issue will clearly cause, updates will be posted as the situation progresses further.

THANK YOU so much for posting this information on the forum!
Saw my site was down and was relieved to find that you folks were already working on it.

Samantha SamiSite.com CSB and WYSIWYG program tutorials
Feel free to right click the silly little forum images I use and save them to your own website space.
Then link to your own site. Please don't hotlink to my website to use the images. Thanks!

I am a Forum Moderator. While I can assist in answering most of your hosting related questions, I am unable to answer questions about specifics relating to your account such as billing and server related issues. Should you need assistance in these areas, please contact our Help Desk or our many other options. Another good place to find answers is with our help pages, tutorials and movie tutorials.

My site is hosted on elom but is much further down the alphabetical list. Based on the time you've said the last backup occurred and estimating roughly 11-15% of sites being restored each hour, I could conceivably be without email for roughly 24 hours. So here are my questions...

(1) What will happen to email that is sent to any email address associated with my account during the time that my account is "down?" Will they be saved and somehow properly routed to my email accounts when my main hosting account is restored? Or will they be bounced back to the sender(s) as undeliverable? Or, worse yet, will they just somehow disappear into the ethos we call cyberspace?

(2) Am I correct in my assumption that all email received before the server crashed (whether or not it was actually "read" before the server crashed), but after the last backup occurred, is gone for good?

I can recreate files I was working on yesterday with a relatively small amount of effort, but it's the email that I need to track down.

kaseytraeger;
The way the SMTP (email) protocol works is that remote mail servers do one of two things when the destination server is down; 1) they typically queue the message for later delivery storing the message for up too 72hours then/or 2) reject the mail back to the sender with a destination can not be reached error in which case the sender is aware you did not receive the message.

Any data that was saved to the server between the last backup snapshot and the server failure is lost, this include emails and any data uploaded or modified. We currently run local network backups on 12 hour increments in addition to full weekly snapshots of the whole server, this is really the best balance of server load and data integrity we can provide - not to mention we also run raid arrays on all servers, which in this situation, was not able to avert a catastrophic server failure.

Thank you for the explanation. Although I'm fairly tech-savvy from an end-user perspective, I don't know the backend workings of email protocol, server backups and restoration, etc.

Just so you know, I'm not angry at the situation. If I came across that way, I apologize. I completely understand that sometimes, in spite of our best efforts, #%^&* happens. I just needed to know how email was handled so I can properly address the situation on my end. Fortunately for me, I don't hand out my email address willy-nilly, so I can pretty much determine who might have sent email to each of my TCH-hosted addresses and can write to all those folks to let them know that if they sent email with the last day or so, it may not have been received.

I am unable to provide an accurate progress percentage as the restore process had to be interrupted and restarted due to a browser session issue in the restore manager. However, we can guesstimate our progress alphabetically, we are currently restoring accounts beginning with the letter P, so we are roughly around 80% give or take a bit.

Thank you for your continued patience while we work through this issue.

Been watching all day too.
S is a long way down the alphabet.....
How about next time you load based on owner's last name? That would boot me up by several hours!

Samantha SamiSite.com CSB and WYSIWYG program tutorials
Feel free to right click the silly little forum images I use and save them to your own website space.
Then link to your own site. Please don't hotlink to my website to use the images. Thanks!

Tickets should only be submitted once the restore is announced completed. Although the restore process typically returns a site online after it has been individually restored, there are a number of factors that effect the situation based on the type of account, the resources it uses and content there-in. Quite simply put, sometimes it is only possible for the account to come back online fully once the restore as a whole has completed and post-restore operations go through such accounts and bring them into a full working state.

The restore has completed to 100%, if you are experiencing any further issues then please open a support ticket and we will promptly investigate. We express our apologies again for any inconvenience this issue has caused and thank everyone for there patience.